Job Details
Qualifications
- Bachelor's degree
- Communication skills
- Customer service
- Help desk
- High school diploma or GED
Job Description
Calibration Equipment Help Desk Support Assistant (Temp Position)
A. Harold and Associates, LLC (AHA) is looking for a temporary Service Desk Support Assistant (Help Desk) to provide U.S. Navy Calibrations Standards Management Support services which include help desk support and program management support for the NAVAIR Metrology and Calibration (METCAL) Program at NAS Patuxent River, MD. This is an entry-level, non-technical, temporary customer service-based position, with possible transition to permanent in 4 to 6 months. The main responsibility of the position will be research and delegation of non-technical troubleshooting questions.
Tasks and Responsibilities:
Take calls and coordinates the Integrate Program Team (IPT) functional manager’s assistance for problem resolution
Maintain analytical processes and procedures that are designed to provide timely responses to correctly and fully address customer problems and satisfy the customer's support requirement
Log all service calls into a database to identification of Test, and Diagnostic (SE) support based on feedback
Utilize database tools to assign issues and requests for service to appropriate IPT functional managers for resolution, and track progress of IPT actions to completion
Maintain current metrics of key operational parameters and customer satisfaction surveys
Document and maintain the Customer Support Process to review, triage, and assign to appropriate functional area the Integrated Product Support (IPS) issues raised by customers of NAVAIR METCAL (Metrology and Calibration)
Cover normal eastern standard time business hours and provide answering machine, voice mail during out of business hour periods
Education:
A high school degree or GED required
Bachelor’s degree preferred
Required Experience:
Knowledge and experience with customer service practices
Knowledge and experience with relevant call tracking applications
Knowledge and experience with incident tracking, and best help desk practices
Working knowledge of fundamental operations of relevant software, hardware, and other equipment
Experience with U.S. Navy or Marine Corp calibration equipment a strong plus
Familiarity with calibration equipment associated with U.S. Navy Aviation Maintenance Ratings strongly desired
Required Skills:
Must be able to work under general supervision, applying best practices and established procedures
Ability to provide customer with outstanding customer care and service at all times
Will need to be able to remain at a desk providing support over the phone for extended periods of time
Interacts daily with supervisor, peer groups, and customers and must demonstrate excellent verbal and written communication and customer service
Will be expected to communicate effectively via email
Ability to meet deadlines
Additional or different functions may be assigned from time to time
Prior Helpdesk experience is strongly preferred
Required Clearance:
Ability to obtain and maintain a DoD government security clearance
Individual with current or prior DoD government security clearance desired
A Harold + Associates, LLC provides products/services that are considered defense services under the International Traffic in Arms Regulations (ITAR) and, therefore, requires applicants to be U.S. Citizens, Permanent Resident Aliens, or protected individuals under 8 U.S.C. 1324b(a)(3) (including refugees or asylees). Offers of employment are conditional upon satisfactory completion of pre-employment background verification (including E-Verify).
Equal Opportunity & Affirmative Action Employer
EOE-M/F/D/V
If you are a Qualified Individual with a Disability, or a Disabled Veteran, and require assistance in making your application, please contact HR at 904.770.0735.